Exploring service quality, digital marketing, consumer satisfaction and loyalty: A descriptive study

Shiva Silvia Paquita and Osly Usman and Maulana Amirul Adha and Rudy Ansar (2023) Exploring service quality, digital marketing, consumer satisfaction and loyalty: A descriptive study. Jurnal Pendidikan Ekonomi, Perkantoran, dan Akuntansi, 4 (3). pp. 1-13.

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Abstract

The purpose of this study is to determine the level of service quality, digital marketing, consumer satisfaction, and consumer loyalty Shoppe in Jakarta. The research method used in this study is a survey method with the distribution of questionnaires through google forms. The population in this study is consumers who have done online shopping at the Shopee marketplace who live in Jakarta and for the research sample taken as many as 166 respondents, this number was obtained from calculations based on the recommendations of Hair et al. The results of the descriptive analysis of this study showed that the service quality variable had the largest mean value with a score of 3.970 and the lowest value with a score of 3.367. Furthermore, the digital marketing variable has the largest mean value with a score of 3,777 and the lowest value with a score of 3,488. Furthermore, the consumer satisfaction variable has the largest mean value with a score of 3.711 and the lowest value with a score of 3.506. And the consumer loyalty variable has the largest mean value with a score of 3.657 and the lowest value with a score of 3.313.

Item Type:	Article
Keyword:	Service quality, Digital marketing, Consumer satisfaction, Consumer loyalty
Subjects:	H Social Sciences > HF Commerce > HF1-6182 Commerce H Social Sciences > HF Commerce > HF1-6182 Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Department:	FACULTY > Faculty of Business, Economics and Accounting
Depositing User:	ABDULLAH BIN SABUDIN -
Date Deposited:	03 Jul 2025 09:56
Last Modified:	03 Jul 2025 09:56
URI:	https://eprints.ums.edu.my/id/eprint/44262

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